French Lick Resort in Indiana has been chosen as the best Historic resort in the US and they are well known for their customer service. Great hotels and resorts do little things that say they care. I had the opportunity to stay there recently and was very impressed by my entire experience. When my friend and I had dinner one evening at the 1875 Restaurant, we were delighted to each be given a long stemmed red rose. It turns out they do that for all women who dine in the restaurant. That’s a little thing that says “You’re special”.
As we left the restaurant, I noticed some red rose petals on a couch and the floor in the lobby near the restaurant. I assumed a child had played with Mom’s rose and left the petals behind. It was only as I walked around the lobby that I realized management had strategically place red rose petals in various places. As I sat in the lobby and talked to my husband by phone, I realized that the petals on the floor at my feet made me feel valued and special. I was blown away at that tiny choice by management to make my stay even more special.
They had “rose petal touch” customer service.
Here are “rose petal touches” I’ve experienced over the years:
- The Blue Pearl emergency vet, who had to put our dog to sleep, sent us flowers and a donation in our name to the Humane Society.
- The Staples copy employee who personally brought me my copies after a mistake was made in the completion time.
- Costco gave me a no hassle refund when my printer went bad one week after the manufacturer’s warranty expired.
- The 1875 Restaurant that gave me a long stemmed red rose – with the thorns removed.
What’s your “rose petal touch”? What small choices and actions do you take that say to your clients, customers, or patients they are valued and special?